Student Academic Complaints Policy & Procedure

Clayton State University is committed to maintaining a fair, transparent, and academically sound process for addressing student concerns related to instruction, assessment, and academic processes. This policy establishes a university‑wide framework for the resolution of academic complaints other than, and in coordination with, formal grade appeals.

The purpose of this policy is to: 

  • Provide students with a clear and accessible process for raising academic concerns; 
  • Encourage timely resolution at the lowest appropriate level whenever possible; 
  • Ensure that concerns are reviewed in a manner that is fair to all parties;  
  • Promote compliance with University System of Georgia requirements and constitutional due process standards. 

This policy is process‑creating, not punitive, and does not constitute a disciplinary or personnel policy. It does not replace procedures contained in the Faculty Handbook, Human Resources policies, or Board of Regents grievance procedures.  

Academic complaints under this policy fall into two general categories (more specific information provided below in Academic Complaint Categories): 

  1. Process‑Based Academic Complaints: These involve alleged failures to follow published academic processes or requirements materially affecting instruction, such as deviations from syllabus‑stated grading criteria, inconsistent application of published policies, communication failures affecting assessment, or classroom‑level conduct, retaliation for raising academic concerns, and similar academic-process concerns. 
  2. Grade Appeals: Grade appeals are a subset of academic complaints in which the student seeks a change to an assignment, examination, or final course grade.

Disagreement with academic judgment, rigor, pedagogical approach, or instructional style alone does not constitute grounds for a complaint or appeal. 

This policy and procedures do not govern allegations of discrimination, harassment, sexual misconduct, disability accommodation disputes, academic dishonesty, student conduct matters unrelated to academic decision‑making, or personnel, evaluation, promotion, tenure, or disciplinary actions. Such concerns are addressed under applicable University, Faculty Handbook, and Board of Regents policies. 

Helpful information for students to guide them further related to these issues are as follows: 

• Title IX / sexual harassment / sexual misconduct: handled through the University Title IX process.  

• ADA/Section 504 disability discrimination or accommodation grievances: handled through the University ADA grievance process. 

• Academic dishonesty allegations (cheating, plagiarism, etc.): handled through the Academic Honesty/Integrity process.  

• Student conduct issues unrelated to academic decision-making: handled through the Student Conduct process.  

• Employment/personnel actions: handled through Human Resources/employee procedures.  

If a complaint is submitted under this procedure but appears to fall primarily within any of the specialized processes above, the receiving office will notify the student in writing and provide referral information. 

Academic Complaint Categories

Academic complaints arising from instruction, assessment, or academic supervision may include (but are not limited to): (1) grade appeals (assignment, exam, or final course grade, as applicable under this procedure); (2) allegations of arbitrary, capricious, or inconsistent grading; (3) failure to follow the published syllabus, grading criteria, or course policies; (4) unprofessional conduct by faculty or instructional staff in an academic setting; (5) retaliation for raising academic concerns; and (6) any other academic-process concerns as defined in this procedure.

Clayton State University affirms students’ rights to:  

  1. Timely written notice of decisions affecting an academic complaint 

  2. A meaningful opportunity to respond to and present relevant information

  3. Impartial consideration by appropriate decisionmakers

  4. Consistent discipline-appropriate application of academic standards

Retaliation is prohibited. No student status at the University will be adversely affected for using this procedure in good faith, and no retaliatory actions may be taken against a student for raising an academic concern or participating as a witness. 

Written decisions. At each formal decision level, the decisionmaker will provide a written outcome that summarizes (1) the issue(s) reviewed, (2) the information considered, (3) the decision and rationale, and (4) the next step (if any) and applicable deadline. 

Faculty members and instructional staff named Respondents in an academic complaint are entitled to fair, impartial, and timely consideration. At all formal stages of this procedure, Respondents have the right to: (1) Timely written notice of the complaint and the issues under review; (2) A reasonable opportunity to submit a written response and relevant supporting materials; (3) Access to materials relied upon in decisionmaking, consistent with FERPA and applicable privacy laws; (4) Review by appropriate academic administrators with relevant disciplinary or subjectmatter expertise; and (5) Protection from retaliation for goodfaith participation in this process. 

Nothing in this policy creates a new faculty grievance or appeal process, or limits or replaces rights available to faculty under the Clayton State University Faculty Handbook or applicable University System of Georgia Board of Regents grievance and review procedures. 

This policy is aligned with University System of Georgia (USG) expectations and applicable federal and state law and is maintained by the Office of the Provost/Vice President for Academic Affairs in consultation with Legal Affairs, Student Affairs, Disability Services, and faculty governance bodies as appropriate. 

PROCEDURES 

Definitions

  • Business Day: Any day the University is open for normal business operations (excluding weekends, University holidays, and campus closure days). 

  • Student/Complainant: The student submitting an academic complaint under this procedure. 

  • Respondent: The faculty member, instructional staff member, or academic administrator whose action(s) are the subject of the complaint. 

  • Informal Resolution: A good faith attempt to resolve the concern directly with the Respondent (or the Respondent’s supervisor) prior to filing a formal complaint, unless an exception applies. 

  • Retaliation: Adverse action taken because a student raised an academic concern, filed a complaint, or participated as a witness. 

Timelines

  • General academic complaints: Must be initiated within fourteen (14) calendar days of the event giving rise to the complaint or, if the student could not reasonably have known of the issue at the time, within fourteen (14) calendar days of discovery. 

  • Grade appeals: 

  • Assignment/exam grade appeals: Must be initiated within seven (7) calendar days of when the grade/feedback is posted or returned (whichever occurs first), unless the course concludes sooner. 
  • Final course grade appeals: Must be initiated within the next semester of enrollment or within one calendar year after the final grade is recorded, whichever comes first. Students not enrolled in the next term remain subject to the same deadline unless an extension is granted for a good cause. 

  • Appeals at each formal level: Must be submitted within ten (10) business days of the date the written decision is issued. 

  • Extensions: A decisionmaker may grant a reasonable extension for good cause (e.g., documented illness, emergency, University closure). Any extension must be confirmed in writing. 

Documentation

Students should attach relevant supporting materials, which may include: the course syllabus; assignment instructions and rubrics; graded work; relevant email/learning-management messages; screenshots of posted criteria; doctor’s notes; and any other documentation supporting the stated concern. Students should not include detailed medical records or sensitive third-party information unless specifically requested by the appropriate office. 

Steps in the Academic Complaint Process 

Step 1: Informal Resolution (Student → Respondent)

Students are strongly encouraged to attempt informal resolution through direct written communication with the Respondent. Informal resolution is a legitimate and appropriate endpoint of this process when the concern is resolved as a result. 

The student should initiate contact in writing (email) or engage in an appropriate department process within the applicable timeline. The student should describe the concern, reference relevant course policy/syllabus language when applicable, and attach supporting documentation. 

The Respondent should acknowledge receipt within five (5) business days and should provide a substantive written response within ten (10) business days when feasible. If additional time is needed, the Respondent should notify the student in writing and provide an estimated response date.

If the resolution cannot be reached through this informal resolution process, a student may proceed to Department/Unit Review. Note: A student should proceed with the review level that involves the direct supervisor of the Respondent, i.e. if the Respondent is the Chair/Director/Unit Head, the student should proceed directly to College/School Review. 

Exception to Informal Resolution: A student may proceed directly to Department/Unit Review if (a) the complaint involves alleged retaliation; (b) the student reasonably fears intimidation or harm; or (c) a specialized policy requires a different reporting route. 

Step 2: Department/Unit Review (Student → Chair/Director/Unit Head)

If unresolved at the Informal Resolution step, the student must submit the complaint in writing to the Respondent’s direct supervisor (normally the Department Chair, School Director, or other Unit Head) within ten (10) business days. The student must attach: (a) the Informal Resolution written communications and (b) relevant supporting documentation. 

If the Respondent is the Chair/Director/Unit Head, or if the Chair/Director has a conflict of interest, the student must be notified of this and may skip Department/Unit Review and proceed to College/School Review. 

The student must use the Academic Complaint Form and attach all required documentation. Incomplete submissions may be returned with guidance for completion and may delay review. 

The Chair/Director/Unit Head will review the submission, may meet with the parties and attempt to reach a resolution of the complaint. The Chair/Director/Unit Head will issue a brief written outcome to the student within fifteen (15) business days when feasible. If the student wishes to appeal this outcome, they should proceed to College/School Review. 

Step 3: College/School Review (Student → Dean)

If unresolved at Department/Unit Review, the student may submit a formal written decision appeal request to the appropriate academic Dean (graduate students should address the Dean of the Graduate School, as applicable) within ten (10) business days of the Department/Unit Review written outcome (or within ten (10) business days of becoming eligible to skip Department/Unit Review). 

Note: A student should submit a complaint or grades appeal for the College/School Review if the Respondent is the Chair/Director/Unit Head and if unresolved at Informal Resolution step. 

The student must use the Academic Complaint Form and attach all required documentation. Incomplete submissions may be returned with guidance for completion and may delay review. 

The Dean (or designee) will acknowledge receipt within five (5) business days and will issue a written decision within twenty (20) business days when feasible. The decision will include the rationale and appeal instructions.

Step 4: Provost Review (Final Academic Affairs Decision)

If unresolved at College/School Review, the student may appeal the decision to the Provost/Executive Vice President for Academic Affairs (or designee) within ten (10) business days of the College/School Review written decision. The Provost (or designee) will issue a written final institutional decision. The student must use the Academic Complaint Form and attach all required documentation. Incomplete submissions may be returned with guidance for completion and may delay review. 

Th Provost/Executive Vice President for Academic Affairs (or designee) should make best effort to respond within thirty (30) business days or notify a student of the delay and an expected timeline for the decision. The Provost/Executive Vice President for Academic Affairs (or designee) serves as the final decision‑maker in Academic Affairs.  

Nothing in this procedure limits any discretionary review that may be available under Board of Regents policy after a final institutional decision. 

Good faith participation

All parties are expected to participate in good faith and provide accurate information to the best of their knowledge. Knowingly providing materially false information may be addressed under applicable University policies (e.g., student conduct or employee procedures), as appropriate.

Records, Complaint Log, and Confidentiality

All formal written academic complaints submitted under this procedure are recorded and maintained at the appropriate level. Provost Review and above will be recorded in the Academic Affairs complaint log consistent with the University practice. Records will be maintained in a secure manner with access limited to individuals with an educational need to know, and retention will follow applicable University record retention requirements. The University will make reasonable efforts to protect privacy; however, confidentiality cannot be guaranteed because resolution may require sharing information with relevant personnel.